Virgin Media Community

[lavers27]

Hi, 

After switching to a new broadband contract 1 month ago, from M100 to M350 despite having a really good download speed, I'm experiencing really slow upload speed. 

As I'm working in video fields my most important needs are to upload files with a correct upload speed, that is essential.

The average speed is told to be 35mbps on the virgin media website, after testing everyday with a few different speedtest i'm always getting the same speed result.
The maximum on my hub goes on 6mbps, which is really far from the 35mbps expected. 

I rebooted the HUB multiple times, placed it in a happy area, I'm connected via ethernet cable to my computer. 

After trying multiple times to call the costumer service, I never get any answer. As reading the other thread on the forum I found out that I'm not the only one experiencing this issue... 

So I'm trying to reaching someone from Virgin media here to find a solution as fast as possible to my problem, as I'm paying right now for a service that doesn't worth what Virgin media sells. 

Any recommendation that would help my problem is welcome ! 

Thanks,

Pierre

[Andrew-G]

Go into the hub's status page, copy and paste here the Network log, and contents of the tabs called Downstream and Upstream.  Paste them as text, not graphics.  Somebody will have a look and comment.

[lavers27]

Thanks for your reply 

Network Log

Time Priority Description

27/06/2020 13:21:41	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/06/2020 12:42:16	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/06/2020 08:08:58	Error	DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/06/2020 01:26:46	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/06/2020 01:25:14	Error	DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/06/2020 10:41:21	Error	DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/06/2020 06:23:26	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/06/2020 19:57:32	Error	DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/06/2020 01:51:45	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/06/2020 07:56:12	Error	DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/06/2020 06:39:54	Error	DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/06/2020 05:48:30	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/06/2020 05:23:40	Error	DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/06/2020 05:17:18	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/06/2020 02:51:11	Error	DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/06/2020 02:09:35	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/06/2020 21:46:14	Error	DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/06/2020 11:39:38	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/06/2020 11:36:19	Error	DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/06/2020 16:04:7	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

1	227000000	0.7	36	256 qam	12
2	219000000	0.4	36	256 qam	11
3	235000000	0.9	36	256 qam	13
4	243000000	0.7	36	256 qam	14
5	251000000	0.9	36	256 qam	15
6	259000000	0.7	36	256 qam	16
7	267000000	1	37	256 qam	17
8	275000000	0.5	37	256 qam	18
9	283000000	1	37	256 qam	19
10	291000000	1.7	37	256 qam	20
11	299000000	2.2	37	256 qam	21
12	307000000	2.5	37	256 qam	22
13	315000000	2.2	37	256 qam	23
14	323000000	2.5	37	256 qam	24
15	347000000	2.5	37	256 qam	25
16	355000000	2.5	37	256 qam	26
17	363000000	2.7	37	256 qam	27
18	371000000	2.4	37	256 qam	28
19	379000000	2	37	256 qam	29
20	387000000	2	37	256 qam	30
21	395000000	1.4	37	256 qam	31
22	403000000	2	37	256 qam	32
23	411000000	1.9	37	256 qam	33
24	419000000	2	37	256 qam	34

[lavers27]

Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1	Locked	36.6	541	40
2	Locked	36.3	622	42
3	Locked	36.3	515	49
4	Locked	36.6	522	34
5	Locked	36.6	549	45
6	Locked	36.6	501	41
7	Locked	37.3	229	67
8	Locked	37.6	511	41
9	Locked	37.3	568	160
10	Locked	37.6	303	30
11	Locked	37.3	479	41
12	Locked	37.6	866	67
13	Locked	37.6	225	36
14	Locked	37.3	422	57
15	Locked	37.6	229	42
16	Locked	37.6	403	46
17	Locked	37.3	597	50
18	Locked	37.3	284	40
19	Locked	37.6	166	44
20	Locked	37.6	416	57
21	Locked	37.6	531	59
22	Locked	37.3	361	140
23	Locked	37.3	297	70
24	Locked	37.3	238	45

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

1	60300119	4.65	5120	64 qam	1
2	53700018	4.6	5120	64 qam	2
3	46199942	4.625	5120	64 qam	3
4	39399994	4.575	5120	64 qam	4

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	0	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0

Thanks for the help ! 

[Andrew-G]

Unfortunately the status data looks (mostly) good.  As you say you've tried rebooting, the error counters will have been reset, but when you took that status data there were uncorrected errors (post-RS) breaking through on all channels.  That's usually evidence of a noisy line, and could explain the upload speed issue.  You can try phoning this in, but given how criminally poor VM's telephone support is you may get little joy even if you get through.  Might be best to wait on the forum staff to pick this up and advise.

If that still doesn't get it fixed then you'd need to search read and follow VM's complaint process, and then escalate to the arbitration scheme CISAS if the complaint doesn't get any action.  Unfortunately that's all painfully slow, and the best CISAS might be able to offer is release from contract without early termination fees.  Sometimes it seems VM don't understand their own network or technology.

Give it a day or two and see if the forum staff can help.  If they can't (or you get a field technician but they can't sort this out), then I'm afraid that you'd need to consider whether an Openreach connection could offer an acceptable upload speed as the quickest course of action, and initiate the complaint and escalation process against VM.   

[lavers27]

Hey thanks for you answer, that's really helpful. 

I'll wait for Virgin Media and see which solution they can provide. I take note of what you said and start from there. 

Thanks you very much ! 

[Timpd]

I’m having exactly the same issue. Started Wednesday morning, upload is 5mbps and fluctuating badly. This is severely affecting my ability to work from home as I need a decent speeds. I’m in near Brighton if hat helps identify a local issue?

[Melissa_F]

Hi lavers27,

Thanks for your post.

I'm sorry you're having problems with your upload speeds. 

I've had a look at the backend of your services and I can see that you're currently affected by a congestion issue in the area.

The reference for this is F007997498 and the estimated fix time is 5th August. 

Once the works are completed, any slow speeds you've been experiencing will be resolved. 

Thanks

Melissa 

[lavers27]

Hello, 

I'm very disappointed to have, for the 4rth time, having to contact you about internet speed. 

Indeed, I'm experiencing now a reduced download and upload speed. I attach screenshot. 

How can you explain that since a few months I have a reduce debit but still paying for the M350 package ? 

I called the support team and they told me that there was a problem in the area and will be fixed the 31st of august,  in the previous 

call I had they told me it will be fixed the 5th august ? I'm afraid that it is still the same. 

In addition of losing my time during working hours, internet cutting all the time, your support team is lying to me. 

How can I trust your services ? On the debug app I can access locally the app says "no issues known in your area", and when I call there is suddenly an issue ? 

You guys needs to find a solution for real, I'm wasting my time, my money, and in addition I have trouble with the internet debit. 

Thanks by advance for finding a solution to my problem, I mean by that : Send a someone to fix the problem, reduce the price I'm paying etc  

[Hollie_B]

Hi there @lavers27 

Thanks for your post. Sorry to hear you're still having issues with your upload speeds. I've had a look in to your account and I can't see any issues our side at the moment. I can see that the hub hasn't been rebooted in a while - please can you try a reboot and test again? 

Thanks,